Communications Officer Trainee – Emergency Medical Dispatcher

Department: Emergency & Protective Services Dept.
Service: Ottawa Paramedic Service
Branch:Communications Branch
Employment Type:1 or more Full-time Temporary-Up to 18 months
Work Hours: 42.00hours per week
Affiliation: CUPE 503 Inside/Outside
Salary Information: $31.118- $33.881per hour (2024 rates of pay)
Location: 2475 Don Reid Drive
City: Ottawa, ON
Job Category: Ottawa Paramedic Service
Application Close:31/03/2027

Applications received may be used to staff current and on-going requirements up to March 31, 2027

The Communications Branch of the Paramedic Service is responsible for optimization of CACC services, paramedic system improvements and associated quality improvement programs, effective and efficient paramedic deployment, and public reporting.

You are responsible for providing optimum emergency medical call taking and dispatching services for the Eastern Ontario Catchment Area in accordance with Provincial legislation and City of Ottawa policies. You provide quality and accessible dispatching services in response to the needs of the client/patient. Service is provided in the most efficient and effective manner possible.

Under direct supervision, you receive and assess calls for medical assistance, provide medical pre-arrival instructions to callers, and deploy emergency vehicles and paramedics to obtain maximum coverage and efficiency. Calls received include, but are not limited to: emergency/distress calls, request for medical service, general information, general inquiry and complaint calls. Dispatch duties include assigning the most appropriate ambulance/resource (i.e. air ambulance, bike team, marine and tactical teams) to respond to the location of the emergency and providing the ambulance crews with all pertinent information.

• One year of post-secondary education in Emergency Communications, Public Safety or Health Care.
• Minimum of 4 years of experience in a customer service field (face-to-face or telephone).

CERTIFICATIONS AND LICENCES

• Current Standard First Aid, CPR and/or AED certificates
• Emergency Medical Dispatcher (EMD) Certification course is desirable
• Current Emergency Medical Responder certificate (EMR) is desirable

• Superior understanding of the concepts and procedures of medical oriented dispatch and pre-arrival instruction to callers in emergency situations.
• Working knowledge of aircraft operations (e.g. safety aspects to provide pre-arrival instructions to callers, of response time to effectively schedule ambulance rendezvous, of specialized equipment such as incubators).
• Thorough knowledge of medical and technical terminology and all aspects of ambulance operations.
• Working knowledge of appropriate sections of the Ambulance Act, Mental Health Act, Coroners Act, CACC Local Operating Procedures, Medical Priority Dispatch System, and Pre-Hospital Medical Response System:
  The Patient Journey.
• Superior knowledge of streets, roadways, communities and transportation systems.
• Ability to interpret various plans and maps.
• Working knowledge in policies and procedures of Emergency Medical Services
• Working knowledge of current methods, techniques, and theories used in pre-hospital care at the Basic and Advanced Life Support levels and ability to apply them competently.
• Working knowledge of the operation and maintenance requirements of the various types of equipment and vehicles used by Ottawa Paramedic Service.
• Working knowledge in utilizing corporate software used in the Ottawa Paramedic Service Communications, including but not limited to radio, telephone and computer systems i.e. CAD, Outlook, Word, Internet and any technological upgrades.
• Knowledge of applicable health and safety legislation, including the rights and duties of workers.

• Deal with constant emergency, high stress situations over the telephone;
• Communicate effectively and tactfully both orally and in writing;
• Make sound, independent decisions and exercise discretion in decision making, during emergency, distress, difficult or stressful situations and, be accountable for such decisions;
• Perform multi-tasks;
• Read, interpret, understand and explain policies and…